Problem Reporting

How to contact StudyTRAX Support

1. Send an email to support@studytrax.com
2. Submit a ticket at https://studytrax.zendesk.com/hc/en-us/requests/new .  You can also view all of your tickets you have created in the past at https://studytrax.zendesk.com
3. If you have sent an email to our ticketing system in the past, you already have an account and just need to set up a password:  https://studytrax.zendesk.com/access/help 

Tips when contacting support

To serve you best, it helps us to know as much as possible about what you want to know and/or what you were doing when you had the problem.

Common Helpful Information:

• General
  • Project name
  • PI name
  • Site
  • Your username
  • URL you use to access StudyTRAX
• If question
  • What are you trying to do?
  • What have you already done/tried?
  • Can it be done now or needs to be scheduled?
• If problem
  • Does it happen consistently or intermittently?
  • When did it start?
  • What browser are you using?
  • Send steps to reproduce the problem
  • Include screenshots of the entire page/window